Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The last brand new car I bought was 10 years ago. Things have obviously changed since then. I was looking at a Hyundai Kona listed on Hyundai of New Port Richey website. Starting at ******. The salesman jumped into a chat I was in online said to come down and we can maybe work a deal. I went down and met him and was told they didn't have the silver Kona I was looking for but asked if I would like to drive a white one they had. I agreed. I liked the suv .I told him I was collecting SS and didn't want to get into a more expensive **** He said he will brb he would see what price he could get. He came back and told me *********. I said ok. He then led me to his finance managers office. The Finance Manager pulled out and controlled a huge IPAD in between ** at his desk and had a short explanation of what I was initialing as he scrolled. After we were done, ( I was expecting a final contract to review) he handed me a USB stick! What is this? The papers you just signed. ( RED FLAG) I had to go home and print our all the pages to see what was actually on the pages. After reviewing all the papers. I could see the total financed for my ********* SUV (with ******* down) and protection plan was ********* ! How did it come to ****** dollars?Line one of my contact has Cash price ********* (including ******** tax) Which means I was charged ********* for the **** (This is not what we agreed on.) It took me talking to several people at the dealership before they finally admitted that the extra amount not disclosed in person or on my contract includes a charge for over ******* dollars for something called ***********. I want the ******** (this deceptive hidden fee) refunded. I was also told by the Finance Manager he would cancel Gap- 1500.00-HPP service contract ****** and Road Hazard ****** a few weeks ago. I have seen no credit. The next day they advertised a Silver SEL Kona online price ****** I printed it out. This whole experience has been a nightmare.

  

  Business Response

  Date: 04/12/2023

  We have spoken with the customer and confirmed that she did not purchase *********** so she is not due a refund for that, however she did purchase three extended warranty products. It has been confirmed that two of them have been canceled and a check will be sent to her lien holder. The third product (maintenance)has not been canceled as of today, however our F&I director resent the request to our APC and that will be canceled also, and refund issued to the lien holder. Customer has been to the store since her ******************** complaint and is satisfied with our response.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19880978
  
  I am rejecting this response because: You stated you needed a response with in 10 days. The reason is, I have not seen any credit to my account as of today. I had to fax an additional cancelation as I was not aware of the maintenance charge. ( I was originally told the additional amount on line one was for ***********)  My total refund should be *******. I will keep The BBB updated. 

  Hyundai does seem to want to make this right .
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/02/2023

  The HPP portion of the product cancellation in the amount of $4,271.10 was sent via ******* Tracking # ************ ) and received on 4/26.

  The AWS cancellation of $466 is still processing from the March submission and may take an additional 4-6 weeks. This is out of our hands and we do understand the turn-around time is excessive.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19880978
  
  I am rejecting this response because: I am still waiting for the ****** credit- along with an over payment of Tax for 182.11
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/22/2023

  This response was taken verbally by BBB:

  The cancellations were turned in at the end of March so they are in process & take up to 3 months. Therefore it may be till end of June before the refund is received. ************** has been in direct contact with **** regarding this matter and is aware the refund is in process.

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Recently I've started a new car search that includes a couple of Hyundai models. When looking at Hyundai models online, a $40 gift card offer comes up from Hyundai of New Port Richey if you come take a test drive. Supposedly you just print the form, go do a test drive at the dealership then your gift card comes via email within about a week.I test drove both a Hyundai ****** and a Hyundai Elantra on March 7, 2023 with salesman *******************************. I gave him the form at the end of the test drive and he said my gift card would come via email within about a week.When the gift card never came I checked its status and got an email back saying I had never taken a test drive and to contact the dealership. My email to ******************************* never got a response. I also copied sales managers *********************** and *********************** both of whom had emailed me multiple times after they got my email through this gift card offer.It is clear to me this is a scam to get your contact information and get you to come to their dealership and no gift cards are actually ever given.How this dealership thinks committing fraud on your first interaction with an interested customer is beyond me. I would NEVER do business with Hyundai of New Port Richey after this.I've attached what the offer looks like online, the form that I submitted to Hyundai of New Port Richey on March 7, the email saying to contact the dealership and my email to the salesman and his managers on March 19 that has not been responded to.

  

  Business Response

  Date: 03/31/2023

  I can mail the customer a gift card if that will satisfy her. The gift card was issued to her and will bemailed out however it does take 2-4 weeks before arriving, However we have some now in the store and would be happy to send her one now.

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my wife an i have been buying cars from this dealer sense 2007. we had gone down to purchase an offardable car or suv. wife was more into the tucson. maybe it was two much of a payment. we were embarrassed with the trade in an percentage. they wanted 5.9 percent. intewrests rate. i had recently called hyundai finace an asked if i could get 2.9 they said yes. i was also told *** were qualified for 0 percent. but our payments would be hire, **** was a office manager came out like for the 4th time to play with numbers. after ****** an i asking for our keys back as we were not happy with the unbeleivable payments we had explained to him we were retired an could ****** what we had now or lower. his reply to us was maybe sense we were retired we couldnt ****** a new car. a little discrimination. i have seeked 2 lawyers which they feel we should work it out an if we were not happy then we will move forward,. many times we have been there if something was two tite they would find something that was our budget. not this time it was a discrimmination made us feel low an unwanted. we have filed a complaint with the main office an have heard one time *** returned calls 4 times.,

  

  Business Response

  Date: 03/31/2023

  The customer picked out a more expensive car $30,595. He currenty owns a 2020 Venue that the **** is $19,995 minus 1500 in rebate. He wants to be the same payment of $465 per month for 72 months. He refused to take the Kona that would get him there. Also is upset that rates are not 2.9 for 72 months right now. We offered everything that's available to him. When the car cost 11k more then your current car it's impossible to be at the same payment unless there's a down payment.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19869389
  
  I am rejecting this response because:

  first of all lets stop these lies. im appauld buy the answer the asst ** gave an needs to be ashamed of himself for not taking the heat with his company. fisrt of all i did not take the tucson as u did not take a good trade in 9 thous went up to 13. the trade in value was up to 16 buy the paper work on line. u did not let us roll over the 2.9 percent an expected us to pay 5.9 on a new car. r u seriouse. . the kona was offered to us but a 100 dollars more then we wanted. . we also got discrimminated as your finacial manager told my wife sense she was retired she didnt need to buy a new car. which will be taken care of our way. the total closing of this first cpmplaint should of never been. the asst ** called me when i was in a busness meeting in oralndo could not discuss this. then i relplied to hiom i was going in for oral surgury an to call me back in a cpl of days. these people r rip off artist an need to speek the truth. buying a car is a joke . an people who read comaplaints need to research your vehicle before entering the door. also call the finace comapany an see what u can do or not. then laugh at there ***** discrimination on an older cpl an lieing about my deal. look in the mirror
  
  Sincerely,
  
  ******************* *************************

• Initial Complaint

  Date:03/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/12 Hyundai of New port Richey placed an ad in the *********** concerning prices to lease a vehicle. They show that a 2023 hyundai Sonata can be leased for $199/month with zero money down. When visiting the dealer the price is actually almost double with a substantial cash deposit and a $1200 dealer fee tacked on. This is deceptive advertising and they should be made to honor the ad the ad that they placed. I was told that I did not read the fine print but the large print clearly states $199/month and zero down. It also states no market adjustments plus no addendums equal giant savings.

  

  Business Response

  Date: 03/16/2023

  We apologize for the misleading information referenced in this complaint. I have attached a letter from our advertising agency who made the error and didn't catch it before printing it along with the corrected ad.  We did not intentionally try to mislead our customers in any way. We didn't even notice the misprint prior to receiving this complaint. The add said 0 money down but should have said 0% financing. The $1,199 dealer fee is a state mandated fee that we have to charge all of our customers. That is not a market adjustment or addendum. Again, we apologize for this error and we have fixed it on our end.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19593777
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/28/2023

  The dealership should honor their original ad. They are blaming an advertising agency for the mix-up when the dealership is responsible to proofread the ad before it goes to print. They also never discussed why a 2023 lease plan for a 2023 sonata is almost double the advertised price of $199/month. Their advertising is clearly a gimmick to get the consumer in to the dealership. They need to be accountable for the advertised price. I wasted a day going to the dealership to find out the ad was deceptive. 

   

  *************************

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Equus Ultimate from New Port Richey Hyundai a few years ago. My car had a door handle piece that was evidently knocked off by a car wash and I needed to replace the part. I started the process in the fall of 2022. I ordered the part for the repair and they lost it. I found this out a few weeks later but only after I called to inquire. I asked that they reorder the part once again and have it painted. They called me, weeks later, saying the part was ready to be installed and set an appointment for me to come in and have the new part installed. I drove 45 minutes one way to the dealership. They took my car in and after a few minutes, they came to me and stated that the part had not been painted and that I had to reschedule. That was a huge was of my time. They insisted that they would call me to reset the appointment. That was 2 weeks ago and still no call nor part. When I try to ask anyone about it, no one knows anything. When I call for management assistance, I get the run around. No one will accept any responsibility. I have been trying to get this fixed for MONTHS!!. Enough already, I get your message. I will find another reputable dealership to assist me with this and will not buy another vehicle from Hyundai of NPR. This kind of treatment is not tolerable and I have learned a valuable ****** during this issue. Unfortunately, the dealership has completely lost any form of trust and due to this, has helped me to make the decision not do any further business with this dealership.

  

  Business Response

  Date: 03/10/2023

  Spoke with and met ****************** on Friday March 10th. Resolved all of ****************** issues! ****************** was pleased and satisfied with the outcome!

  Thank you!!

  ********************;

  AGM - Hyundai of New Port Richey 

  Customer Answer

  Date: 03/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I was contacted by ********************* of Hyundai of New Port Richey. He quickly resolved the issue, had his people come and pick up my car, fix the issue, cleaned it thoroughly AND filled it with gas. They 

  returned my car to my residence. I can't ask for a better resolution. 

  Thank you ****!

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought my 22 Santa Fe in for brake service week before. Service was backed up, and after 2 hour wait, they apologized and we set a second appointment for Mon, March 6, 2023. Because of the inconvenience, the service advisor **** offered to top off the gas tank at the 2nd visit - great, seems fair. I arrived on time Monday for the service, was told up to 90 minutes to complete. After 2 hours, I approached **** to inquire about the car. He said it just finished and being taken across the street to Wawa to fill up the gas. Great, I saw the vehicle leave the lot and head to Wawa 300 feet away. Well, 20 minutes later, the car is still not back. I walk to edge of the dealership lot to look across the street at Wawa, and there is my car - sitting on side of the Wawa parking lot, not at a pump. Hmmm, I ask **** why that is - he indicates that he 'cannot babysit everyone' and doesn't know why. I then walk across the street to the Wawa and approach my car. It is running with AC on, garbage on ground outside the door, windows closed. I knock on the window, and a few seconds later, this man rolls down the window and says "Yeah?" I explain that this is my car, and I have been waiting 20+ minutes for him to fill up. He is on speakerphone with someone, eating a sandwich, and drinking a ********** His snarky reply "I don't think it has been 20 minutes". HUH???!! I ask him what he is doing, and he says he is on the phone with someone else at the dealer, I tell him to unlock the doors, I hop in passenger side and tell him to go back to dealership. I hop in and he tells his phone friend he has to go, to which the other guy says "tell the f***ing customer to wait". He hangs up. We drive back, not a word spoken. This guy SPILLED HIS SANDWICH all over my car, and splashed soda on the center console. WTF!? His name is ***, about 60 years old, and he should be fired. I bought a new 22 Elantra N, new 22 Santa Fe, and last week a new 23 Palisade. HORRIBLE.

  

  Business Response

  Date: 03/09/2023

  Hello, We have spoken with the customer and have address all of his concerns. ************ spoke with ********************* and were able to resolve. 

  Thank you!!

   

  *********************

  AGM/Service and Parts Director

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The car dealership registered a car to me in error plate #**BXHM without my knowledge. I found out because I started getting toll violations to a car that is not mine but was registered to me. When I called the dealership, they took that plate # out of my name and agreed to pay the fines which was $50.00 which they did pay. Currently I am battling with SunPass because they still say the tolls are my responsibility and I am trying to get a letter from Hyundai New Port Richey to confirm their error. I've left 5 messages with the dealership and 5 emails to the tag person that was helping me as well as the finance manager and no one is getting back to me. I need a letter from the dealership to accept their responsibility to get Sunpass off my back. Here is the proof they sent to me to evidence that they removed the tag from my name , but so far they refuse to write me a letter to get me out of this mess that I've been dealing with since November 2022.

  

  Business Response

  Date: 03/08/2023

  We just spoke with the customer, and she stated that the issue has been handled with the documentation that we had sent to her.

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased the vehicle, it was with the request that vehicle be registered in **. I paid an extra ****************** fee to enable this out of state registration. I was given temp plates to drive to **. Obtaining *** registration was delayed and I was again sent temporary ** plates by the dealerships. Again out of state registration was delayed and dealership unilaterally decided to register the vehicle in ** and sent me the ** plates. Busy with a new job, it didnt arise as an issue until ** registration expired and I couldnt renew because I had *** insurance in place (because the car was to have been registered in ***). To register the car myself in *** now requires the payment of *** Sales Tax $2895.44, taxes that were collected by dealership at the time of sale.

  

  Business Response

  Date: 01/20/2023

  We will assume responsibility for the ** DMV issues and will refund the customer the requested amount of $2,895.44

  -***************************

   

  Customer Answer

  Date: 01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  *************************** was wonderful as he took complete ownership of the issue and saw it through to a full and satisfactory resolution. Thank you!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/20/2022 Hyundai New Port Richey - Vehicle Purchase date of a Santa Fe ********************************************************************************** the vehicle as part of the deal. My sales representative *********************** and his sales manager **** were not quick to make the deal. **** was very rude and unprofessional throughout out talks. I told the salesperson, ***********************, that I was not buying today unless they would offer to close the sale for sticker price with leather seats included and I was not willing to pay any more money for the vehicle. I was given a sheet to sign that stated that leather was to be installed as part of the deal (no additional cost to me). I asked for a copy of this sheet I in the office that day and I was told everything I sign will be provided on flash drive. I then went into the finance office where I saw an itemized sale sheet with leather as a charge and the wrong total for the vehicle. I explained to the finance person my deal to purchase the vehicle was for sticker price with leather seats added as part of that price. He said he wasnt aware of the details and would go get ****. **** came in and showed me a sheet with the price of the vehicle less than sticker and the charges for the seats that brought the vehicle to sticker price with no other charges bringing the price over sticker. **** made the comment that he had the deal we made correct in the paperwork. I once again asked the finance person for copies of these documents and was told they will be on a flash drive I give you; "we sign everything electronically." I was given no other choice but to sign boxes without hard copies of the documents. This was clearly the key to their corrupt practices of lying and ripping people off. I later discovered $2,599 worth of charges were worked into my price that I never agreed to (********** $1,600 and a dealer fee $999.) The tactics are unprofessional, dishonest, unethical, and withholding signed paperwork is illegal.

  

  Business Response

  Date: 01/12/2023

  The dealer fee is a legal part of every retail transaction and is charged to all consumers. It was fully disclosed on all paper and electronic documents at the time of sale.

  ********** is applied to every vehicle during the prep phase upon receipt from the ******** is an optional product that was also disclosed during the negotiation phase of the transaction. Although we have multiple signed documents authorizing the sale of this product, I am willing to reimburse ************************ the $1600 purchase price and cancel the product warranty. I apologize on behalf of the company for his discontent and hope that we can be of better service moving forward.

  Please advise if this is an acceptable resolution and I will have a check processed as quickly as possible.

  Customer Answer

  Date: 01/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will gladly forgo the warranty for ********** which I never asked for or agreed to pay for.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle in Jan 2020. I recently sold that vehicle. I was told that I have to contact them to get a refund on the gap insurance and additional warranties that I had purchased with the vehicle. I have contacted them on 4 separate occasions and ** always giving the runaround and told someone will call me back. This has been going on for a month. I was told on Saturday that someone was going to call me within minutes and never received a call. They are acting as if they dont want to refund me my money. I was also told Saturday when I complained again 3 hours after I didnt receive a call that Id be called first thing Monday morning and just like all the other times it was just a lie, no one has called yet again. I just want my refund and ** getting to the point to where ** going to have to *** them for more than just the refund.

  

  Business Response

  Date: 10/24/2022

  All the products ***** purchased has been submitted to be refunded back to him. It will take several weeks to too see the refund back from the aftermarket companies.

  Please close this case since everything has been filed for the refund to come back to Jimmi.